Head of Customer Support

About this role

Labhouse is a fast-growing startup that builds, launches, and scales its own AI & Productivity Apps, operating under a subscription-based business model.

Based in Barcelona, Labhouse was founded by Andrés Bou and Horacio Martos (Co-Founders of SocialPoint).

We operate at the intersection of mobile technology, AI, and product-driven growth, with a strong focus on experimentation and performance.

Would you like to make an impact as part of a company that builds the best mobile apps used by millions of users worldwide? If so, discover your next challenge below.

About the Role

We are looking for a Head of Customer Support to lead and scale our customer support function across our mobile apps. This role goes far beyond answering tickets: you will own the full support operation while playing a strategic role as the voice of the user within the company.

You will lead an initial team of 3 customer support, ensuring high-quality, fast, and empathetic support at scale. At the same time, you will act as a key bridge between Customer Support, Product, and Engineering, turning user feedback, recurring complaints, and reported bugs into actionable insights that drive product improvements.

This is a hands-on leadership role. You will be deeply involved in day-to-day operations, setting standards, improving processes, automating workflows, and continuously optimizing how we support tens of thousands of users.

About You

Experience & background:

• Proven experience in Customer Support within a tech product, preferably mobile apps or SaaS.
• Strong track record resolving complex, high-sensitivity tickets, such as data privacy and GDPR requests (data access, deletion, consent), invoicing and billing issues, refunds and chargebacks, and account security cases.
• Solid understanding of GDPR and data protection requirements applied to customer support.
• Experience handling a good volume of tickets while keeping quality and accuracy high.
• Previous experience leading a customer support team of at least 3–4 people.
• Strong hands-on profile, comfortable being involved in daily operations, not just managing from a distance.

AI & automation:

• Proven hands-on experience designing and implementing AI-based automations in customer support, such as LLM-powered workflows, AI agents or chatbots, automated ticket triage and tagging, and AI-assisted responses.
• Experience with support platforms and their AI and automation capabilities (e.g., Zendesk, Intercom, Freshdesk) and with automation tools (e.g., Zapier, Make, n8n).
• Ability to measure the impact of automations on resolution time, deflection rate, and customer satisfaction.

Operational excellence:

• Ability to design, document, and continuously improve support processes and workflows, including clear escalation paths for legal, billing, and security cases.
• Experience defining SLAs, KPIs, and quality standards for customer support teams.
• Experience scaling or preparing a support team for growth.

Product & business mindset:

• Ability to identify recurring issues, bugs, and user complaints, and translate them into clear insights for Product and Engineering teams.
• Experience collaborating closely with Product Managers and Engineers to improve the user experience.
• Strong sense of prioritization and impact, understanding what really moves the needle for users and the business.

Leadership & communication:

• Experience managing remote and distributed teams, especially across different time zones.
• Excellent communication skills, with the ability to align support, product, and engineering stakeholders.
• High ownership, autonomy, and accountability.

Comunication

• Full professional proficiency in English (written and spoken).
• Spanish is a strong plus.

Nice to Have

• Experience supporting subscription-based products or freemium models.
• Experience working with AI-powered tools or automations in customer support.
• Background in QA, product operations, or customer experience roles.
• Experience setting up or scaling support operations from an early stage.
• Experience working in startups or fast-paced scale-up environments.

What we Offer

• Remote work from anywhere in Spain. If you are based in Barcelona, we would love for you to join us at the office (Barcelona Tech City) at least two days a week.
• High-end equipment for your role.
• Permanent contract with competitive compensation.
• High ownership and real impact on product and user experience.
• The opportunity to build, scale, and shape the customer support function from the ground up.
• You should Know:

Labhouse is proud to be an equal-opportunity employer. However you identify or whatever your journey to this point, we welcome all candidates to apply for the position that inspires them.

• Come join us and help us build a company that everyone is proud to be part of.